Support Policy
Effective Date: April 2026 | Last Updated: April 2026
1. Purpose
This Support Policy explains how Levqor handles support for active Done-For-You engagements, bounded correction requests, handoff access issues, and related delivery questions.
It does not create a public SaaS support contract, monthly plan promise, or always-on self-serve software support commitment unless Levqor separately offers and documents such a continuity layer.
2. Support Channels
Email Support
Contact support@levqor.ai for delivery questions, portal-access problems, billing questions tied to DFY engagements, or correction handling.
Delivery Path Communication
Levqor may also communicate through the active delivery path, handoff path, or other engagement- specific communication route used for the accepted work.
Documentation
Customers may be directed to legal, handoff, or support documentation where that is the fastest correct resolution path.
Escalation Route
Where standard support does not resolve the issue, Levqor may escalate through the bounded correction, dispute, or incident path defined by the governing policies.
3. What Support Covers
- questions tied to an active or recently delivered DFY engagement
- handoff access or delivery portal issues
- bounded correction requests where delivered work may not match accepted scope
- billing questions directly tied to the accepted DFY engagement
- reasonable clarification questions related to the delivered work and handoff materials
4. What Support Does Not Cover
- new work outside the accepted scope boundary
- open-ended consulting, advisory, or design exploration
- ongoing custom development not covered by the accepted engagement
- third-party outages or external platform failures outside Levqor control
- future continuity tooling unless separately offered and governed
5. Response Handling
Levqor aims to respond according to issue severity and delivery impact.
- critical delivery-blocking issues: target initial response within 4 business hours
- major but non-blocking issues: target initial response within 1 business day
- standard support questions: target initial response within 2 business days
More specific handling may apply where the accepted Sprint or Enterprise engagement explicitly documents a tighter support model.
6. Support Hours
- standard support window: Monday to Friday, 9am to 6pm UK time
- out-of-hours contact may be received but is not guaranteed to be actioned immediately
- higher-touch handling may be provided for certain accepted engagements where explicitly documented
7. Correction and Escalation
If delivered work appears not to match the accepted scope boundary, the issue should be raised through the correction path within the applicable review window.
- submit the issue with clear detail
- Levqor assesses whether the issue is in scope, out of scope, or requires clarification
- if in scope, Levqor handles it through the bounded correction path
- if unresolved, the matter may move into the formal dispute or refund-handling path
8. No Public Monthly Support Plans
Levqor does not currently publish public monthly support-plan tiers on this policy surface.
Any later continuity, monitoring, or software-support layer would be separate, gated, and governed only if expressly offered.
9. Related Policies
10. Contact
For support questions:
support@levqor.ai
Levqor Ltd, United Kingdom
Last updated: April 2026